H-E-B, Publix and Trader Joe's lead for customer loyalty, Bi-Lo lags behind
H-E-B, Publix and Trader Joe's lead for customer loyalty, Bi-Lo lags behind
Based on a study of 10,000 U.S consumers, H-E-B, Publix and Trader Joe's are three of the top four companies when it comes to consumer loyalty. As the strong presence at the top of the list of 293 companies suggests, supermarkets have the highest loyalty level of any of the 20 industries included.
The Temkin Loyalty Index is based on evaluating consumers' likelihood to do five things: repurchase from the company; recommend the company to others; forgive the company if it makes a mistake; trust the company; and try the company's new offerings.
The index showed that supermarket loyalty ranges from moderate to very strong, with H-E-B, the industry leader for supermarket chains, coming in as the second-best company overall, scoring 73 percent on the loyalty index. Publix and Trader Joe's tied for third with 72 percent; Aldi and Hy-Vee tied for seventh at 70 percent; Kroger and Whole Foods tied for 17th with 67 percent; and Wegmans ranked 23rd with 66 percent.
Among supermarkets, the study showed that Bi-Lo fell farthest behind its peers; however no supermarkets were ranked in the bottom 25 of the list.
"Only a few companies have truly strong levels of consumer loyalty," Bruce Temkin, managing partner of Temkin Group, said in a press release.